Founder, Director & Trustee at Skills Group
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Head - Training - Customer Service (15-20 yrs)
Head Training (Customer Service)
We have an Opportunity for : Head Training (Customer Service) based out of Mumbai handling Pan India with a leading MNC Giant.
Please find enclosed a brief of the Job opportunity.
Position : Head Training (Customer Service)
Company : A leading MNC Giant
Location : Mumbai
Qualification : Graduate / MBA
Experience : 15 to 20 yrs
CTC : Open
Direct reportees : Around 150 Training Professionals.
Role purpose :
- To provide functional leadership to the Training function and identify, build, implement and measure ROI for all learning and capability development initiatives for the customer service work group.
- To align all learning outcomes to business and functional objectives of the Organisations Customer Service -namely revenue enhancement and providing best in class customer experience.
- The role will manage learning needs for 20,000 learners across Retail, Outbound, Inbound, Data call centres, back office, retention and relations group etc.
- The role will own a complex team with varied and diverse domain skills (content design, training delivery, Mobile internet expertise, learning automation & knowledge management and analytics across all service channels)
- The role will also functionally lead training heads of all regions pan India via a dotted line and act as a functional client for all partner training heads at outsourced service centres and own training delivery and outcome thereof.
People Capability Strategy & Building :
- Build & deploy People capability strategy for CS/Retail in line with group strategy to develop business centric learning solutions
Vendor Management :
- To manage multiple BPO partners and own training/knowledge delivery through over 150 plus trainer head count at contact centers for over 15000 front line at outsourced centers.
Define Process Flow :
- Create and Institute people processes,knowledge /skilling/assessing systems from hiring to performance to reward & recognition
People & Leadership Development :
- Own and lead a very diverse corporate team with varied and deep domain skills & SME (content design, training delivery, Mobile internet expertise, learning automation & knowledge management) Responsible for hiring and performance evaluation of the team.
- The role will also manage performance & functionally lead training heads of all circles pan India via a dotted line and act as a functional client for all partner training team
Stakeholder Engagement :
- Engage with Regional Heads & all Corp commercial leaders, peers and business heads /CS heads to influence and drive people capability agenda as a key lever to deliver superior customer experience
Core competencies, knowledge and experience / Key Performance Indicators :
- Ensure market leading ranking for the Organisation via world-class customer interactions
- Deliver as per front line training roadmap on all product/knowledge/skill areas
- Customer satisfaction & Getting help metrics above market targets
- Up sell/cross sell revenue at retail and Call centers as per organisation targets
Kumar
CEO
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